Customer Experience

Understanding Your Role in Designing a Customer Experience Journey

 
CUSTOMER EXPERIENCES MUST BE DESIGNED AND DELIVERED SEAMLESSLY ACROSS MANY CHANNELS: RETAIL, WEB, MOBILE, SALES AND SERVICE OPERATIONS, TO NAME A FEW.


For products and services that exist today, we take a holistic view of the current experience, understand the customer’s physical and emotional journey, and design ways to improve it. Launching a new company or service area requires creativity and inspiration to envision the ideal customer experience and design specific interactions that will bring that experience to life.

Our customer experience journey map provides one of the best methods for understanding how customers interact with your organization and uncovers opportunities to lift your performance to the next level. It provides a proven framework that can set an organization on a path to uncover moments of truth and opportunities to delight or WOW your clientele.

We help organizations look at the customer experience not from an internal view, but rather from the customer’s perspective. We will show you how different departments work together (or not) to interact with the customer and reveal the influence of various departments on the inputs and outputs of the end-to-end customer journey. Once a customer experience journey map has been created, our skills and expertise in the areas of touch point prioritization, problem management and issue resolution become vital.

Many organizations today have a lot of customer data from multiple sources including market research, social media and complaint management, but lack the ability to translate that data into actionable insights that drive immediate improvements. Our customer-driven planning process is a collaborative, cross-functional approach to prioritization and action planning—utilizing innovative techniques to gain consensus and buy-in. We will help you identify critical areas of improvement and design a branded customer experience across multiple channels and touch points that will make the biggest contribution to improving the quality of your customer experience.

Our Services:

  • Brand identity and brand positioning
  • Ideal customer experience design
  • Customer experience journey mapping
  • Initiative prioritization and action planning
  • Process design & improvement
  • Corporate communications

Here are some examples of what you will receive:

  • A corporate value proposition articulating brand strategy and brand promise
  • A shared vision of the future regarding your branded customer experience across multiple channels
  • A clear understanding of how to link brand promise to the customer experience across multiple functional roles
  • Prioritized, action-oriented recommendations focused on improving the customer experience
  • Re-designed processes that eliminate non-value added activities and reduce costs
  • An enterprise-wide communications plan to motivate employees to understand their role in driving a customer-centric culture.


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